Sr. Contact Channel Performance Analyst (Hybrid)

Key Responsibilities

Lead Multi-Channel Campaign Testing: Own the full strategy and execution of subrogation contact campaigns across phone, mail, email, SMS, and chat channels. Ensure each campaign is cohesive, targeted, and effective, serving as the go-to leader for contact performance.

Design and Govern Contact Model: Define and continuously refine the contact approach (e.g., outreach cadence, channel mix, messaging guidelines, escalation paths). Establish standards that ensure outreach is consistent, compliant, and customer-centric.

Process & Compliance Oversight: Develop and enforce robust processes, policies, and controls for all contact activities. Partner with Operations, Legal, Compliance, and Tech teams to maintain regulatory compliance (e.g., privacy, consumer protection) and uphold company policy across all touchpoints.

Performance Optimization: Monitor and analyze channel performance metrics (contact rates, conversion/recovery rates, response times, etc.). Use data analytics and A/B testing to identify opportunities for improvement. Drive initiatives to optimize contact effectiveness, increase recovery outcomes, and reduce cycle times.

Continuous Improvement & Innovation: Lead ongoing enhancements to our engagement strategies. Manage relationships with contact vendors (e.g., dialer or mailing service providers) to ensure high performance. Champion the adoption of new tools and technologies (such as automation or advanced analytics) that expand our contact capabilities and improve efficiency.

Cross-Functional Leadership: Collaborate with internal stakeholders to align contact strategy with broader business goals. Provide clear communication and training to operations teams on contact protocols and ensure everyone is equipped to execute the strategy effectively.

Accountability for Results: Take ownership of contact campaign outcomes. Regularly report on key performance indicators and progress to senior leadership. Ensure that our contact strategies translate into tangible business results and continuously adjust tactics to meet or exceed targets.

Required Qualifications

• Education & Experience: Bachelor’s degree in Marketing, Business, Communications, Data Analytics, or related field (or equivalent experience). 3+ years of experience in contact strategy, campaign management, operations, or a related analytics-driven role, ideally within financial services, insurance, or a regulated environment.
• Strategic & Analytical Skills: Proven ability to think strategically and execute methodically. Strong analytical mindset with experience using data and metrics to measure performance and inform decision-making. Proficiency in analyzing campaign results and optimizing through data-driven experimentation (e.g., A/B testing).
• Multi-Channel Expertise: Hands-on experience planning or managing multi-channel outreach campaigns (such as call center operations, direct mail, email/SMS marketing, or customer contact programs). Familiarity with contact management tools, CRM systems, or dialer technology.
• Leadership & Collaboration: Demonstrated experience leading projects or cross-functional teams. Excellent stakeholder management and communication skills, with the ability to influence and drive alignment across different departments (e.g., operations, compliance, IT). Comfortable working with senior leadership on strategy and reporting.
• Process & Compliance Orientation: Experience developing or following structured processes and ensuring compliance with relevant regulations or company policies. Keen attention to detail in maintaining quality and consistency across high-volume operations.
• Problem-Solving & Adaptability: Creative problem solver with a continuous improvement mindset. Ability to adapt strategies based on feedback, new insights, or changing business needs. Self-motivated and accountable for results.

Preferred Qualifications

• Industry Knowledge: Experience in insurance subrogation, claims handling, or collections/recovery operations is a strong plus. Understanding of subrogation concepts and recovery processes will help drive quick impact.
• Advanced Education: Master’s degree (MBA or related field) or advanced training in analytics, marketing, or operations management.
• Regulatory Familiarity: Knowledge of consumer communication regulations (e.g., FDCPA, TCPA, or other relevant contact regulations) and best practices for compliant customer outreach.
• Technical & Tools: Familiarity with campaign management software, predictive dialing systems, customer engagement platforms, and analytics tools (Excel, SQL, or business intelligence dashboards). Experience leveraging technology to automate or streamline contact processes.
• Vendor Management: Prior experience managing third-party vendors or partners involved in contact campaigns (such as call center partners, mailing services, or technology providers).